Senior Workforce Forecasting & Analytics Lead

Wisemen Multimedia; Chamblee (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

A technology services company is looking for a Sr. Workforce Management Systems Analyst to enhance its Contact Center Support team. The analyst will develop operational forecasts, provide technical support, and utilize performance analytics tools. Candidates should have over 8 years of call-center forecasting experience and a strong background in advanced Excel and workforce management tools, especially Alvaria. This role requires collaborative skills to interface with business leaders for optimal service levels and operational efficiency.

Qualifications

• 8+ years experience in call-center forecasting.
• Experience with WFM Software, specifically Alvaria.
• Strong IT background troubleshooting contact center issues.

Responsibilities

• Develop and maintain statistical forecast models.
• Utilize performance analytics tools for future forecast scenarios.
• Ensure governance for forecasting and scheduling procedures.

Skills

Advanced Excel skills

Analytical skills

SQL programming

Contact workforce management

Problem-solving skills

Education

Bachelor's degree in business or equivalent

Tools

Alvaria WFM

Power BI

Verint 360

Cisco

Job description

A technology services company is looking for a Sr. Workforce Management Systems Analyst to enhance its Contact Center Support team. The analyst will develop operational forecasts, provide technical support, and utilize performance analytics tools. Candidates should have over 8 years of call-center forecasting experience and a strong background in advanced Excel and workforce management tools, especially Alvaria. This role requires collaborative skills to interface with business leaders for optimal service levels and operational efficiency.